Cust Sup Clinical Spec

Requisition ID:  31253  

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Consider joining our team and unlock your potential. 

JOB TITLE: Clinical Specialist – Customer Support

JOB SUMMARY

Working without significant direction, provides complex problem-solving support and services in a call-center environment and on customer site.  Provides support to Terumo BCT customers, and participates in product troubleshooting and self-service resource creation activities.

ESSENTIAL DUTIES

• Works within regional customer environment to provide clinical support for Terumo BCT product applications.
• Provides telephone, email and web support for customers and field-based associates.
• Helps identify and create self-service materials including written Knowledge articles.
• Provides training, implementation and support for the launch of new products to BCT associates.
• Performs ongoing assessment of customers’ needs and problems as identified through call reports, input from field-based specialists and on-site visits.
• Documents and provides written solutions to recurring problems, including input for variation of training tools and provision of training. 
• Identifies and solves complex or unusual customer issues in a timely manner.
• Facilitates the capture and sharing of knowledge within area of expertise through journal review, training opportunities, and knowledge management system.
• Works with Global Services teams and other departments to develop, implement, track, report, and act upon  Support and Services metrics. 
• Analyzes customer needs and trends.  Participates in a multidisciplinary team environment to assess therapy needs, provide support, and resolve customer issues.
• Provides detailed input/feedback to the Product Management Team to recommend changes in product design, manufacturing, quality, or any other aspect of the product or service.

MINIMUM QUALIFICATION REQUIREMENTS

Education

Bachelor’s degree or, equivalent of education and experience sufficient to successfully perform the essential functions of the job may be considered.

Experience

Minimum 5 years experience.

• Relevant clinical experience in donor and therapeutic aphaeresis, RN, MT or equivalent.
•  
• Experienced with project management, with the ability to facilitate cross-functional team interaction and conflict confrontation and resolution.
• Experience in an external customer-facing role such as sales, training, or customer support.
• Experience in Knowledge base content creation is preferred

Skills

• Ability to assess customer needs and market trends within the context of product and business capabilities and the ability to translate this assessment into a workable strategy.
• Strong, demonstrated expertise in providing troubleshooting and support to external customers.
• Strong, demonstrated expertise in product and therapy knowledge.
• Demonstrated ability and desire to teach. Demonstrated self-confidence and effectiveness in dealing with a wide variety of student types.
• Ability to interact professionally and effectively with customers, physicians, nurses and other technical medical staff.
• Demonstrated ability to work in a collaborative environment to deliver training and support programs and documentation.
• Ability to assess customer needs, market trends, and competition within the context of product and business capabilities and the ability to translate this assessment into a workable strategy.
• Ability to diagnose, understands, and solves complex system issues.
• Ability to effectively communicate technical material in a non-technical manner.

• Knowledge and use of relevant PC software applications and skills to use them effectively.
• Demonstrated ability to communicate effectively both verbally and in writing.

-Or-

An equivalent competency level acquired through a variation of these qualifications may be considered.

PHYSICAL REQUIREMENTS

Typical Office Environment requirements include: reading, speaking, hearing, close vision, walking, bending, sitting, and occasional lifting up to 20 pounds.

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Additional Physical Requirements

Denver based, but travel required.

Target Pay Range:  $76,300.00 to $95,300.00  -  Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data
Target Bonus on Base:  7.0%

At Terumo Blood and Cell Technologies, we provide competitive total reward offerings that consist of compensation, benefits, recognition, along with a wealth of other well-being, work-life and recognition programs which support in unlocking the potential for you and your family. Included in our expansive list of benefits offerings are multiple group medical, dental and vision plans, a robust wellness program, life insurance and disability coverages, also a variety of voluntary programs such as group accident, hospital indemnity, critical illness, pet insurance and much more. To help you save for retirement, we offer a 401(k) plan with a matching contribution and for work-life balance we have vacation and sick time programs for associates. For us, it’s about protecting the personal welfare of our associates and their families, helping to achieve personal goals and offering those extra touches for convenience, security and overall peace of mind.

• Terumo Blood and Cell Technologies is part of Terumo Group, founded in 1921 and headquartered in Tokyo, Japan.
• In 2019, Terumo Blood and Cell Technologies reached $1 billion in revenue.
• We employ nearly 7,000 associates globally, with global headquarters in Lakewood, CO, U.S., and regional headquarters in Brussels, Buenos Aires, Singapore and Tokyo.
• We manufacture devices, disposable sets and solutions at our facilities in Belgium, India, Japan, Northern Ireland, the U.S. and Vietnam. Our global presence enables us to serve customers in more than 130 countries.
• Our core values help set our direction, guide our actions and keep us true to our corporate mission of contributing to society through healthcare.
  • Respect – Appreciative of others
  • Integrity – Guided by our mission
  • Care – Empathetic to patients
  • Quality – Committed to excellence
  • Creativity – Striving for innovation
• We contribute to the Leukemia and Lymphoma Society (LLS), raising $1.3 million USD since 2007.

We are proud to be an Equal Opportunity Affirmative Action Employer.  All applicants will be afforded equal opportunity without discrimination because of race, color, religion, sex, gender identity or expression, sexual orientation, marital status, order of protection status, national origin or ancestry, citizenship status, age, physical or mental disability unrelated to ability, military status or an unfavorable discharge from military service.

Terumo Blood and Cell Technologies is committed to providing a safe, healthy and secure working environment. Our Colorado campus locations are tobacco-free workplaces, and we maintain a drug-free workplace and perform pre-employment substance abuse testing and detailed background verification.